Helpline

07 3435 5000  or

1300 852 853 (Regional Qld)

Complaints

To assist us at Epilepsy Queensland to improve our services we welcome and encourage comments, suggestions and complaints from clients, carers, families, staff, volunteers and the general community.  Any complaint will be taken seriously and no genuine complaint will be left unaddressed.

Further, Epilepsy Queensland provides a complaints management process that is open and transparent; can effect an early resolution; provides confidence that a complaint will be dealt with fairly and without fear of retribution; handles complaints impartially, equitably, confidentially, with appropriate sensitivity and respecting privacy.

Procedure

If you have a general concern, comment or feedback you can contact EQI to discuss.

Telephone: 07 3435 5000 or 1300 852 853 (Regional Queensland)

Mail: PO Box 1457, Coorparoo BC QLD 4151 or

Email: epilepsy@epilepsyqueensland.com.au

For Formal Complaints to be addressed appropriately, all relevant details must be provided and, preferably, recorded on our Complaints Form and sent to EQI for action or you can contact Epilepsy Queensland and we can mail or email a form to you. 

Alternatively you can discuss your complaint with a relevant staff member who can complete the form on your behalf, for action, and send you a copy.  

You may make your formal complaint directly to the Board Chair or to the Chief Executive Officer, but for any action to be taken, all relevant details must be provided.

In monitoring our EQI social media platform, we realise some people may prefer to use this avenue to express a complaint, a comment or give feedback.  In the case of a complaint, the person will be invited to elaborate their concern directly with EQI staff and asked if they wish to make a formal complaint.  If they wish to do so, they will need to follow the above procedure of completing all details on the Complaints Form or provide all details to a staff member who can complete the form on their behalf.

The person making the formal complaint may remain anonymous, however, all details of the complaint and a contact for the person for follow-up, must be provided.

Access Assistance

Staff can assist a person in need to make a complaint or raise a concern utilising agencies and services such as:

  • Translating and Interpreting Service (TIS) Toll Free on 131 450
  • Speech or Communication Impairment  - National Relay Service (NRS) Text Telephone (TTY) or modem callers can contact the NRS Toll Free on 133 677
  • Speech to Speech Relay (SSR) – National Relay Services (NRS) Toll Free 1300 555 727
  • Or assisting the person who is vision impaired to record their complaint